Kristie Robinson
Monroe,LA
Summary
With a proven track record at the Social Security Administration, I excel in operations management and leadership, enhancing team productivity and operational efficiency. My strategic planning and interpersonal communication skills have driven significant improvements, fostering a positive work environment and achieving key performance targets. I am passionate about engaging employees and thrive on creating a work environment based on inclusivity, productivity and mutual respect, all while promoting work-life balance.
Overview
14
14
years of professional experience
Work History
District Manager
Social Security Administration (SSA)
03.2024 - Current
- Manage and lead (36) employees in two offices enforcing high-quality standards of operation.
- Ensure compliance with agency policies and procedures as well as federal regulations by conducting regular audits of operational practices, program security and physical security at each location within the district.
- Boost employee morale by creating a positive work environment that encourages teamwork, collaboration, professional growth opportunities and work-life balance.
- Approve all purchasing in the district following agency acquisition policies, complete budget tracker reports and educate purchasers about business purchasing agreements and acquisition alerts.
- Serve as the district’s expert on all performance management related assignments. Provide recommendations for performance discussion and appraisal write-ups prepared by Operation Supervisors.
- Allocated award funds to employees for various awards and provided written award justifications.
- Lead hiring process including reviewing resumes, conducting initial interviews, making final selections, completing various onboarding activities, training and employee engagement. I have assisted other offices outside my district with the hiring process.
- Mentor the newly promoted Level 2 District Manager.
- Due to government hiring freeze, I am acting in a dual role, completing many assistant district manager responsibilities in addition to managing both offices in the district.
Assistant District Manager
Social Security Administration (SSA)
12.2015 - 03.2024
- Managed (34) employees within the district, ensuring consistent adherence to agency policies and ensured operational supervisors maintained day-to-day operations to meet performance, quality and service expectations.
- Focused on staff development through mentorship training and targeted coaching sessions, resulting in improved individual and team performance metrics.
- Participated in employee recruitment, hiring, and onboarding processes and monitor credentialing and biometric renewals for both offices in the district.
- Increased employee satisfaction by fostering a supportive work environment focused on teamwork, open communication and work-life balance.
- Collaborated with other District Managers to share best practices and drive overall agency success.
- Influenced positive change throughout the organization by consistently displaying profound leadership abilities, flexibility and resilience.
- Assisted in annual budget planning for the district, contributing to financial stability.
- Organized monthly and quarterly performance reviews for the office and assisted the manager with these reviews in the Level 2 office in the district.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored daily operations.
- Improved staffing during busy periods by creating employee schedules and monitoring daily assignments.
- Resolved labor relations issues and interacted with the local union to resolve employee concerns.
- Assigned to the Representative Cadre Team to assist outside contractors when deficiencies are found during Organizational Payee Reviews.
- Liaison for local prisons, non-profit organizations and state agencies, large institutional payees, and authorized attorney/non-attorney representatives in the district’s servicing area; frequently resolving issues for them or their claimants and facilitating training for their staff.
- Served as congressional inquiry lead researching inquiries, providing written and oral responses and inputting inquiries in the Congressional Intake System.
- Demonstrated resiliency and tenacity when recommending revisions in the office’s staffing and workload patterns brought on by COVID-19 and changes in SSA’s Telework Policy.
- Helped troubleshoot employee computer or software problems and soft phone issues. Worked with a national team to pinpoint systems issues by testing data failover during disasters.
- Served as Health and Safety Coordinator by completing annual building audit, completing reports when incidents/accidents occurred on SsA property, and reported building maintenance issues to lessor for resolution.
Employee Engagement Analyst
SSA-Office of Inspector General
04.2023 - 12.2023
- Collaborated with cross-functional teams to implement a 12-month new employee onboarding program for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing a comprehensive automated new employee onboarding tracker.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports to SSA OIG’s Inspector General, Chief Operating Officer and Division Directors.
- Conducted independent analysis and provided new employee onboarding information, guidance and support to managers in OIG’s eight components serving over 500 employees.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Developed comprehensive training materials for new employees, improving onboarding efficiency.
- Educated new hires on organizational mission and goals to help employees achieve success.
- Assisted OIG in establishing additional teams, including Performance Management and Awards, Training and Professional Development, and Diversity, Equity, Inclusion and Accessibility Teams.
Operations Supervisor
Social Security Administration (SSA)
08.2011 - 12.2015
- Supervised daily operations of (34) employees for optimal performance, ensuring excellent customer service, smooth workflows processes and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the teams.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the district field offices.
- Achieved cost savings through diligent budget management as a purchaser.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns.
- Developed and implemented training program for new hires, accelerating their time to full productivity.
- Fostered culture of continuous improvement, leading to enhanced operational workflows and employee satisfaction.
- Improved customer satisfaction through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for 34 employees.
- Oversaw appointment scheduling and itinerary coordination for both claimants and staff.
- Facilitated Icebreakers/Team Building activities and trainings on Employee Assistance Programs and Equal Employment Opportunities/Alternative Dispute Resolution processes to managers in the Louisiana/Texas geographic area.
Education
Bachelor Of Arts - Social Work/Sociology
University of Louisiana At Monroe
Monroe, LA12.1998
Skills
- Leadership development
- Strategic planning
- Training, mentoring and coaching
- Attention to detail
- Operations management
- Financial management
- Team building
- Decision-making
- Interpersonal communication
- Conflict management
Accomplishments
SSA - Time Off Award
2024 High Level Performance as District Manager
SSA - Individual Performance Award
2024 High Level Performance as Assistant District Manager
SSA-OIG - Inspector General Honor Award
2023 Recognition of Service Delivery Optimization (OIG’s Highest Honor Award)
SSA - Regional Anti-Fraud Award
Timeline
District Manager
Social Security Administration (SSA)
03.2024 - Current
Employee Engagement Analyst
SSA-Office of Inspector General
04.2023 - 12.2023
Assistant District Manager
Social Security Administration (SSA)
12.2015 - 03.2024
Operations Supervisor
Social Security Administration (SSA)
08.2011 - 12.2015
Bachelor Of Arts - Social Work/Sociology
University of Louisiana At Monroe